Customer Success Professional

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**

In this role you manage a set of accounts by creating success plans and executing against them putting the customer first. You will be required to have a thorough understanding of the customer's industry, business, and goals. You will build a strong foundation to deliver services in an efficient and frictionless manner. You will help Customer to achieve their business goals by ensuring best practice adoption. You will support the SPOC through various activities to ensure Customer gets served rightly. You will manage internal and external communication accordingly to ensure timely and positive outcomes delivering excellent levels of service and quality, consistently achieving results for Customer

**You'll have the following responsibilities**
- Typically responsible for Set of Accounts - agreeing Key Responsibility Areas and exceeding expectations.
- Responsible for managing a portfolio of customer accounts for a specific capability wheel.
- Understand customer’s goals, strategy, portfolio of products, and the value that they recognize from BT services
- Responsible & Accountable for leading SLA management, mitigation process (saving service credits) & service satisfaction with a high level of potential impact.
- Responsible for driving Service improvements and continual improvements for the account, helping to move toward greater account development and net promoter scores (NPS).
- Responsible for governance and management of ITIL functions on the account.
- Drive Account Improvement Plan for any account with NPS detractor score.
- Responsible for capturing the voice of customer to track and follow up on actions from CoS and Heartbeat surveys.
- Responsible for working closely with CX Insight teams and CX Engagement leads to obtain insight into analysis of data retrieved form NPS and HB.
- Responsible for creation and maintenance of the Customer Journey Manual which will guide the client and BT teams through a common framework for communication between both companies.
- Prepare Monthly Service reviews including Data and Trend analysis.
- Provide bespoke reporting for accounts ensuring data accuracy and integrity.
- Managing escalations and ensuring all the right stakeholders are involved at the right time.
- Ensure that escalations receive proper attention and priority from the relevant Resolver Group and regular meaningful updates are being provided back to the SPOC all within agreed SLA’s
- Support the resolution of inventory issues informed by Service Operations teams.
- Standard reporting and automation for assigned contracts.

**You'll have the following skills & experience**
- **Personal **-** to accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others.
- **Self-driven**, self-motivated, enthusiastic and with a **_“can do”_** attitude
- **Team Player** - to be part of India CoE or CSO level initiatives, which is to participate on ongoing projects and changes. To enhance capability wheel participation and thus contribute to Hub level customer initiatives/projects.
- **Customer focussed**:

- Have a customer focussed approach in everything and always work with a sense of responsibility and ownership.
- **Stakeholder Management
- **Creating a positive relationship with all stakeholders and collaborating to achieve a successful outcome.
- **Continual Improvement -** to understand customer’s business and operations, define Service Improvement Plans (SIP) and Continual improvement in the service and processes.
- **Analytical thinking**:

- Use data analytics skills and knowledge of data for analyzing and exploring the cause of issues, using evidence and available information to find the best solutions to problems. Identify, agree, plan and drive CSI initiatives.
- **Escalation Management -** Ensure that escalated incidents, after the forth level preferably, receive proper attention and priority. Provide support to our customers when there is a critical or major impact to their business.

**Experience**:

- Bachelor’s degree in relevant field with minimum 5 years of relevant industry experience.
- Experience working with global customers and ability to meet the customers’ needs in line with the business requ